[Hiring] Technical Support Engineer @Keysight Technologies, Inc.

Role Description

As a Technical Support Engineer, you'll become a trusted technical advisor to customers, partnering with them to troubleshoot sophisticated software and infrastructure environments. You'll investigate issues across technologies such as Kubernetes, OpenShift, Linux, VMware, Docker, and OpenStack, collaborating closely with engineering and product teams to drive solutions and influence future product improvements.

What makes this role unique is the variety:

• One day you may be troubleshooting a cloud-native deployment, and the next you may be tracing a complex network issue impacting a customer's production environment.
• You'll continuously learn emerging technologies, gain deep expertise in industry-leading network visibility and monitoring solutions, and play a direct role in our customers' success.

If you're motivated by solving puzzles, enjoy working with cutting-edge technologies, and want a role where you'll keep learning and growing, we'd love to hear from you.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field, or an equivalent combination of education and experience.
• Typically, 8+ years of experience supporting, troubleshooting, and resolving complex issues in telecommunications, networking, cloud-native, or enterprise software environments.
• Advanced experience administering and troubleshooting Red Hat OpenShift environments.
• Advanced experience deploying, administering, and troubleshooting OpenStack cloud infrastructure.
• Hands-on experience deploying, administering, and troubleshooting virtualized and containerized environments, including VMware, Docker containers, Kubernetes, and Rancher.
• Working knowledge of Java, JavaScript, jQuery, RESTful APIs, JSON, and related technologies.
• Strong expertise in root cause analysis, performance troubleshooting, and problem resolution within complex distributed systems.
• Proven ability to independently manage highly complex customer issues and drive resolution across multiple teams.
• Excellent verbal and written communication skills, with the ability to collaborate effectively with customers, support teams, engineering teams, and product organizations.

Requirements

• Expert-level Linux administration and command-line troubleshooting skills.
• Advanced Kubernetes troubleshooting experience, including cluster architecture, kubectl diagnostics, pod and node networking, ingress issues, storage troubleshooting, and log/event analysis.
• Experience supporting Tier 1 or Tier 2 telecommunications carriers, network equipment vendors, or cable/broadband service providers.
• Strong knowledge of networking technologies and routing protocols, including BGP, OSPF, VPLS, TCP/IP, IPv4, and IPv6.
• Experience configuring, testing, and troubleshooting routing and switching platforms from Cisco, Juniper, and Nokia.
• Cisco CCNP, CCIE, or equivalent advanced networking certification.
• Familiarity with ITIL incident, problem, and change management practices.
• Experience utilizing CRM and case management tools such as Salesforce and ServiceNow.
• Experience supporting cloud-native, microservices-based, and distributed application architectures.

Benefits

• Medical, dental and vision
• Health Savings Account
• Health Care and Dependent Care Flexible Spending Accounts
• Life, Accident, Disability insurance
• Business Travel Accident and Business Travel Health
• 401(k) Plan
• Flexible Time Off, Paid Holidays
• Paid Family Leave
• Discounts, Perks
• Tuition Reimbursement
• Adoption Assistance
• Incentive Programs
• ESPP (Employee Stock Purchase Plan)